1. Manage incidents through GoTo Resolve: The GoTo Resolve app extends Freshdesk capabilities to provide agents with a full incident management suite, including remote controlling of the end user's device. 2. Remote session of the system to provide solution to the issue. 3. Create support sessions from the GoTo Resolve app: Agents can provide remote support to end users directly from Freshdesk. This includes instant chat, remote control, and remote view. 4. Share session link and collaborate in real-time: Agents can invite an end user to a support session with a single click. 5. Join the session: Agents can join a GoTo Resolve support session directly from Freshdesk. 6. Agent will use the app to have remote session of the system where the issue is reported if the issue is not resolved with the instructions provided via ticket itself. 7. Detailed history of support sessions in Freshdesk: GoTo Resolve collects notes and automatically adds those to the Freshdesk ticket after the session ends. Also, provide session details recording.

1. In Freshdesk, go to Admin > Support Operations > Apps > Get More Apps. 2. Search for GoTo Resolve and select Install. After installation, the Configuration page is displayed. 3. In the Configuration page, type the following details: a. API Key: Paste your API key to set up a connection between Freshdesk and GoTo Resolve. You can find the API key by selecting Settings > Profile settings in the top right. b. Then select View API Key on the right and copy the key. c. Domain: The domain that you see in the URL of your Freshdesk workspace. For example, if you access Freshdesk at https://mycompany.freshdesk.com then your domain name is mycompany. 4. Select Install. This will add GoTo Resolve to your Freshdesk account. 5. Let your agents know that they can now use GoTo Resolve to start remote support sessions from Freshdesk.